When you outsource IT to a Managed Service Provider (MSP), you’re trusting them with a lot, like your network, your security, your employee productivity, and even your business continuity.
But how do you know if your MSP is actually doing a good job?
Many small and mid-sized businesses fall into the “if it’s not broken, it’s fine” mindset. That works until something breaks badly… and you realize no one’s been tracking performance.
In this article, we’ll show you how to measure your MSP’s effectiveness using real, objective metrics so you can be confident your IT investment is delivering real results.
Why It’s Not Enough to Just “Trust” Your IT Provider
Outsourcing IT can save money, reduce stress, and improve security when done right.
But the MSP-client relationship can also become passive. You get monthly invoices and maybe a report that’s hard to understand. Meanwhile, performance issues build up in the background.
A reliable MSP won’t just fix problems. They’ll help prevent them, report clearly, and continuously improve your environment. But for that to happen, you need to track the right metrics.
What MSP Performance Metrics Actually Matter?
Here are the key performance indicators (KPIs) every business should monitor:
1. Response Time
This measures how fast your MSP acknowledges a ticket after it’s submitted.
Example: You submit a help desk ticket at 9:00 AM. A tech replies at 9:07 AM. That’s a 7-minute response time.
Look for:
- Average response time by priority level
- SLA targets for critical vs non-critical issues
Why it matters: Fast acknowledgment tells you your MSP is responsive and helps your team feel supported.
2. Resolution Time
How long does it take to fix the issue, not just reply to it?
Good MSPs track:
- Average time to resolution
- Time-to-resolution by issue type
- Percentage of tickets resolved within SLA
Why it matters: A quick reply is nice. A real fix is better.
3. First-Time Fix Rate
Was the issue resolved on the first attempt, or did it require multiple follow-ups?
This metric shows:
- Technician skill and training
- Quality of troubleshooting
- How much time is your team losing to repeated problems?
Look for: A first-time fix rate above 85% is a strong sign.
4. System Uptime / Downtime
Is your MSP keeping your infrastructure stable and available?
This includes:
- Internet uptime
- Server or application availability
- Cloud access reliability
Why it matters: Uptime impacts productivity. Even 15 minutes of downtime can mean hours of lost work across your team.
5. Backup and Recovery Testing
Backups are only useful if they actually work.
Ask for metrics like:
- Backup success rate
- Last test or restore drill date
- Time-to-recover during failover
Why it matters: If your MSP never tests your backups, you may not know they’ve failed until it’s too late.
6. Security Event Reporting
A good MSP actively monitors your systems for:
- Malware threats
- Phishing attempts
- Unauthorized access
- Firewall or endpoint alerts
Look for regular reports that show:
- Number of blocked threats
- Emerging patterns
- Recommendations for action
Why it matters: You can’t afford to guess about your cybersecurity health.
7. End-User Satisfaction
Some MSPs track this using:
- CSAT (Customer Satisfaction) surveys after tickets close
- NPS (Net Promoter Score) to gauge overall sentiment
Why it matters: Your team’s experience matters. If they feel ignored, it leads to frustration, shadow IT, and low productivity.
Red Flags That Your MSP Might Not Be Performing
If you’re not receiving reports or you’re unsure how things are going, here are some warning signs:
- No reporting at all
You’re in the dark about how tickets are handled or what’s being done. - Recurring issues
If the same user calls with the same problem every month, something isn’t right. - Lack of quarterly reviews
A good MSP should meet with you regularly to discuss trends, not just react to fires. - Dodging accountability
If they say, “We’re working on it” but never share details or timelines, that’s a problem. - Vague or overly technical answers
Reports should be clear enough for business leaders to understand, not just IT pros.
What a Proactive MSP Should Be Delivering
Your IT partner should help you feel in control, not confused.
Here’s what a proactive MSP delivers:
- Performance metrics in plain English
- Quarterly business reviews with clear takeaways
- Trend analysis that shows improvement or risk areas
- Roadmap suggestions to align IT with your business goals
You shouldn’t have to ask for this. It should be standard.
How AIS Tracks and Reports MSP Success for Clients
At AIS, we believe in total transparency and measurable accountability. That means:
- Every support ticket is tracked with timestamps and resolution data
- Clients receive summaries of responses and resolution times each month
- We run regular backup tests and share the results
- Security events are logged, categorized, and reviewed with recommendations
- We hold Quarterly Business Reviews with every managed services client
We also make sure reporting is visual, clear, and relevant to your goals, not just full of technical noise.
Final Thoughts: If You Can’t Measure It, You Can’t Trust It
Your MSP relationship is too important to leave unmeasured.
Whether you’re outsourcing IT for the first time or reviewing an existing contract, take the time to ask:
- How are we tracking performance?
- Are we getting reports we can understand?
- Are issues being fixed the first time?
- Are we getting better—or just staying busy?
A truly great MSP won’t hide behind jargon or cherry-picked stats. They’ll show you the good, the bad, and the improvement plan.
If your current provider isn’t delivering that level of accountability, it might be time for a change.
AIS is here to help you build a partnership based on results, not just promises.
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